CX Journey & Quality Improvement Lead

Dell

Round Rock (TX)

On-site

USD 146,000 - 189,000

Full time

6 days ago

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Job summary

Dell is seeking a senior role within the Quality Management team to independently evaluate end-to-end customer journeys and drive improvements across the digital support ecosystem. The role focuses on customer-first reviews, journey health metrics, and cross-functional collaboration to meet customer expectations and quality standards.

Responsibilities include leading mystery shopper programs, documenting findings with quantified impact, and guiding stakeholders through remediation.

Qualifications

10+ years of experience in customer experience, digital transformation, quality management, or related disciplines.
Experience evaluating customer journeys and driving improvements across digital products.
Strong understanding of user experience principles and customer effort reduction.

Responsibilities

Conduct end-to-end reviews of customer journeys across digital support channels and portals.
Act as independent customer advocate, evaluating ease of use and usability.
Perform mystery shopper assessments to validate experiences and identify improvements.
Document findings, quantify impact, and communicate recommendations to stakeholders.
Partner with Product, Engineering, UX, Support Operations, and Digital Channels to drive remediation.
Track issues through Quality Management and ensure implementation and validation.
Collaborate with VOC, Analytics, and Sentiment teams to tie experiences to data.